Call Center Software Ignore those reels of tape no longer--software that analyzes call-center data can help you take customer relations to the next level.
By Karen E. Spaeder •
Opinions expressed by Entrepreneur contributors are their own.
If you've got a high-volume call center, you're probably not combing through each recorded call every night. It's understandable, yet it's a shame--because that call-center data could be crucial.
Many companies are picking up on that fact. Technology like emotion detection and word spotting helps businesses cull information not just from what customers say, but also how they say it.
NICE Systems Ltd., for one, offers NICE Perform, which includes emotion-detection and word-spotting features trained to pick up on variations in tone of voice as well as key words, such as cancel, happy and even a competitor's name. Says NICE's Virginia Flood, "NICE Perform enables us to identify patterns of behavior--what a customer intends to do, what their next step might be."
The rest of this article is locked.
Join Entrepreneur+ today for access.
Already have an account? Sign In